Customer service takes more than a team of hardworking agents. It takes a solid technology strategy, too. E-commerce brands, in particular, face chaotic customer service challenges. Between omnichannel support, the demand for 24/7 availability, and higher overall requests, there’s a lot to manage. Unfortunately, it’s getting even more challenging. Many retailers know their customer service needs to [...]
Messaging is good. Asynchronous messaging is better. Let’s face it. Customers have little tolerance for inconveniences of any kind. Whether that’s waiting around for a response, repeating information, or finding an immediate solution to their problem. Customer service teams aim to serve, so having the available channels to give customers the exact experience they want is crucial [...]
Knee-jerk reactions happen. It gets busy. You see your agents struggling. And when your agents are overwhelmed, it’s natural to want to go back to what you know. So you turn all your agents to the phone while turning messaging off. But this can make things ten times worse. Instead of controlling the funnel of customer requests, [...]
With jingle bells ringing and cash registers chiming, it’s clear we’re still smack dab in the middle of the holiday rush. But off in the distance, you can hear an orchestra play the first few familiar notes of Auld Lang Syne. 2022 is quickly approaching, and you’re likely gearing up for new initiatives, process changes, and everything else [...]
Your dread of poor customer experience is justified: The holidays are going to be tough on retailers this year. It’s already proving to be a mess of a season. Between supply shortages, delivery delays, and a smaller labor pool, holiday shopping can prove difficult this year. And customers know it. 68% of shoppers are either very or [...]
Learn why eCommerce brands must turn to automated, self-service solutions that successfully contain order-related inquiries while providing instantaneous order updates through the messaging and conversational channels that today’s customers prefer.